Packet switched network voice communication

ABSTRACT

Method of confirming the establishment of a voice connection, such as a VoIP connection, between first and second end stations coupled to a packet switched communications network. The voice connection is used to transfer an audible request from the first end station to the second end station, to ask the user of the second end station to generate a predetermined vocal response. The first end station compares any response from the second end station to the predetermined vocal response. The connection is determined to be established in response to a successful comparison. The predetermined vocal response includes a predetermined speech sequence comprising characters, a word or words, and a speech recognition procedure is applied to the received response to determine the presence of any speech sequence for comparison with the predetermined sequence. If a fault is detected an alternative connection is established to execute a process to correct the fault.

[0001] The present invention relates to a method of confirming theestablishment of communication via a voice type connection between firstand second end stations coupled to a packet switched communicationsnetwork. In particular, the present invention provides a method ofallowing a call centre to automatically arrange for a VoIP connection tohave a certain standard before the call using the connection is passedon to a call centre operative.

[0002] Internet Protocol (IP) based communications have the potential toallow the convergence of voice, video and data communications. One ofthe dominant factors preventing the widespread deployment/acceptance ofsuch IP based services is quality. Two of the principal quality concernsare echo and voice breakup due to IP packet loss.

[0003] Echo is caused by two types of effect, namely line echo andacoustic echo. Line echo is caused by factors in the transmission media,whereas acoustic echo is caused by the acoustic room reflections whichresult from the use of a standard multimedia set up consisting of a pairof speakers and microphone. Headsets do not cause acoustic echo as thereis no acoustic path between the headset's earphone speakers and itsmicrophone.

[0004] In traditional voice communications networks (eg the PublicSwitched Telephone Network-PSTN) echo (line echo and, to a certainextent, acoustic echo) were managed by solutions that were fixed inlocation; and were at the core of the network (ie away from thecommunicating parties and within the network domain).

[0005] With IP based networks echo management within the network is notalways feasible. This is due to echo delay jitter to which some echocontrol processes are intolerant. Thus if effective echo management isto be achieved in IP based communications some other method of echomanagement is required.

[0006] Voice break up due to IP packet loss is exclusive to packet basedcommunications (circuit switched networks like the PSTN do not have thisdefect). To manage this problem it must first be detected, although,once detected, means to eliminate it or minimise it to acceptable levelsneed to exist. However this problem can be fully manifest at the userend of the communication path, and then ‘network domain’ solutions areunable to determine the full extent of the problem which accordinglyprevents the implementation of a solution.

[0007] The closest equivalent problem to occur in circuit switchednetworks is a reduction in the signal quality. However, in this case,the problem is overcome for example by turning up the line volume. Asolution using this approach was described in the Japanese PatentPublication 10-301595 “A Voice Recognition/Response Device” to NEC. Inthis document, a voice recognition system is used to attempt torecognise voices spoken in a telephone line. If the voice recognitionsystem is unable to determine the words used, then it is assumed thatthe signal to noise ratio on the line is too poor and accordingly, theline volume is adjusted to provide a better signal. However, as there isno equivalent to a signal to noise problem that can be overcome byadjusting the signal volume, then this is not applicable to packetswitched networks

[0008] In addition to this, further problems may arise due to problemswith an end user's computer hardware or software. This may occur forexample if the VoIP applications software required for the call, such as“Net Meeting”, has not been installed correctly. Alternatively softwareor hardware problems may be caused by viruses, or by inexperiencedcomputer users not having their computer configured correctly. Thus, forexample, it may be that the user attempts to conduct a VoIP call withouthaving a sound card installed, or without having the microphone orspeakers correctly plugged in to the computer system. Accordingly, inthese circumstances, the user of the computer would believe that theVoIP connection is not functioning correctly even though the connectionhas been correctly established.

[0009] Accordingly, when a VoIP call is being made, it is possible thatone of the parties involved in the call believes that a connection hasnot been established due to their inability to correctly configure thecomputer for operation.

[0010] In accordance with the present invention there is provided amethod of confirng the establishment of communication via a voice typeconnection between first and second end stations coupled to packetswitched communications network, the method including:

[0011] using the voice type connection to transfer an audible requestfrom the first end station to the second end station, the audiblerequest asking the user of the second end station to generate apredetermined vocal response;

[0012] causing the first end station to monitor for any response fromthe second end station;

[0013] comparing any received response to the predetermined vocalresponse; and

[0014] determining that communication is established in response to asuccessful comparison.

[0015] In this regard, the term voice type connection refers to anyconnection which allows calls to be made which operate to transfer audiodata and, additionally optionally video data.

[0016] Typically the predetermined vocal response includes apredetermined sequence of words wherein the method of comparing thereceived response and the predetermined vocal response includes thesteps of applying a speech recognition procedure to the receivedresponse to determine the presence of any words in the response; and,comparing the words determined from the received response to thepredetermined sequence of words. The speech recognition procedure can beused to determine whether the received response is suitably similar tothe predetermined vocal response, although alternatively, this check maybe performed manually.

[0017] The voice type connection is usually a VoIP connectionestablished by the first end station with the connection beingestablished utilising an IP telephony protocol, although the voice typeconnection could be established by either end station using anappropriate protocol. Typically the first end station is part of a callcentre and the connection is established in response to a request madeby the second end station for communication with the call centre.However, alternatively the second end station may be the terminal of acall centre operative, with the first end station operating to check theoperatives terminal set-up.

[0018] The audible request typically comprises a pre-recorded set ofvocal instructions. However, the audible request could direct the userof the second end station to access a web page an e-mail, or the likewhich includes instructions for generating the predetermined vocalresponse. Thus, the predetermined vocal response is typically a setphrase, with the user being asked to say the phrase over the voice typeconnection.

[0019] Typically the method of correcting a fault includes causing firstend station to communicate with the second end station via alternativeconnection; determining the faults with the VoIP connection; andcorrecting the faults.

[0020] Thus, for example, the alternative connection may includee-mails, instant messaging, SMS messaging, a separate WAP (wirelessapplications protocol) connection, or a web connection. However thislist is not exhaustive and any suitable connection can be used.

[0021] Typically the method of determining the fault includestransferring a predetermined set of questions to the second end stationvia the alternative connection, and monitoring responses received viathe alternative connection from the user of the second end station.

[0022] The method of correcting the faults may include sending a numberof predetermined instructions to the user of the second end station, viathe alternative communications link, the predetermined set ofinstructions being selected in accordance will the responses receivedvia the alternative connections. As an alternative however the method ofcorrecting a fault can include transferring software to the second endstation via the alternative connection.

[0023] If an end station is operating to confirm the establishment ofcommunication via a voice type connection, this is usually achieved byhaving the processor transfer an audible request to the second endstation and then monitor for any response received from the second endstation, monitor for any received responses and compare any receivedresponse to a predetermined vocal response to determine whether theconnection is successfully established.

[0024] The audible response is typically stored in a store together withany of the sets of questions which may be transferred to the secondstation via an alternative connection, as described in more detailabove.

[0025] The present invention also provides, a method of operating a callcentre to receive communications using voice type connection between thecall centre and an end station, the method including causing the callcentre to establish a voice type connection between call centre and theend station in accordance with the method of the first broad form of thepresent invention.

[0026] In this case, the techniques can be used to asses the voice typeconnection both of incoming calls and of the call centre operatives.This can be achieved by ensuring that incoming calls and call centreoperatives initially connect with the first end station to allow thecommunication ability to be checked.

[0027] Preferred embodiments of the present invention are hereinafterdescribed, by way of example only, with reference to the accompanyingdrawings, in which:

[0028]FIG. 1 is a schematic diagram of a first example of acommunication system according to the present invention;

[0029]FIG. 2 is a schematic diagram of one of the end stations of FIG.1;

[0030]FIG. 3 is a schematic diagram of a second example of acommunication system according to the invention; and,

[0031]FIG. 4 is a schematic diagram of the checking system of FIG. 3.

[0032]FIG. 1 shows a basic communication system formed from two endstations 1,2 coupled together via a communications network, such as theInternet 3. Although this example is specific with respect to VoIP callsmade via the Internet, the current techniques can be directed to anyvoice type call which is made over a packet switched communicationsnetwork between two end points. In this regard, the term voice type callis any call which operates to transfer audio data and, additionallyoptionally video data. Accordingly, this system could be used with anypacket switched communications network, such as an Ethernet LAN, or thelike.

[0033] The end stations 1, 2 are shown in more detail in FIG. 2. Asshown, each end station includes an interface 10 for coupling the endstation to the Internet 3. The interface 10 is coupled to a processor 12and memory 13, via a bus 11. Also coupled to the bus 11 is aninput/output device (I/O device) 14. Accordingly, it will be appreciatedby a skilled person that the end stations typically are formed fromcomputing devices adapted to use the Internet, such as personalcomputers, laptops, or palmtops having a suitable modem or interface 10,as well as, Internet ready televisions, or the like. From this it willbe appreciated that the I/O device 14 typically includes a keyboard, anda monitor.

[0034] In order to allow VoIP communication to be performed, speakers 15and a microphone system 16 are also provided which are coupled to thebus 11 using a sound card 17, as shown. In order to provide for a VoIPconnection, the processor 12 will execute applications software 12 a,such as Net Meeting™ which is capable of configuring the processor 12 toprovide VoIP communication. This will usually therefore be achieved byimplementing one of the telephony signal protocols, such as H.323 or SIP(Session Initiation Protocol).

[0035] In addition to this, the processor 12 is also capable ofexecuting applications software 12 b, allowing the end stations 1, 2 tocommunicate via the Internet in another manner. Accordingly theapplications 12 b will typically comprise of a web browser, e-mailsystem, or the like.

[0036] In this example, it is assumed that the end station 1 is toinitiate the call as well as to carry out the confirmation ofestablishment of communication. In order to be able to achieve this, theprocessor 12 of the end station 1 also implements voice recognitionapplications software 12 c and quality checking applications software 12d, as shown.

[0037] In order to initiate communication the end station 1 willgenerate a data packet in accordance with a respective telephonyprotocol. This data packet, which is transferred over the Internet 3 tothe end station 2, will request the establishment of a VoIP connectionin accordance with a predetermined quality of service. If the endstation 2 is capable of accepting such a connection, it will generate anacceptance packet which is transferred back via the Internet 3, to theend station 1. Upon receipt of the acceptance packet, the end station 1can begin transmitting data packets along the VoIP connection.

[0038] This is the standard procedure for establishing VoIP connections,as will be appreciated by a person skilled in the art. Accordingly, thefirst stage is for the end station 1 to determine whether the endstation 2 is aware that a connection has been established. This processmay be performed under the supervision of a user of the end station 1.

[0039] In order to determine whether the user of the end station 2appreciates that the connection has been established, the end station 1will generate an audible request which is transferred to the end station2 via the VoIP connection. The audible request will typically ask theuser of the end station 2 to speak a predetermined word or phrase intotheir microphone so that this can be detected by the end station 1 toconfirm that the communication is successfully established.

[0040] As an alternative however the audible request may be selected sothat a different vocal response is generated each time by the user ofthe end station 2. Thus, for example, the predetermined response that isrequired to be spoken by the user of the end station 2 may be the date,or the answer to different questions. As a further alternative, thepredetermined response could be a password or the like, allowing thesystem to incorporate a security check, such as a network logon.

[0041] This audible request could be spoken directly by the user of theend station 1, although it will usually be generated automatically fromone of a number of audible requests stored in the memory 13. Once thishas been done, the audible request will be transferred to the endstation 2 and played back to the user of the end station 2 through thespeakers 15.

[0042] Assuming that communication is correctly established, then theuser of the end station 2 will hear the audible request and speak backthe predetermined words or phrase into the microphone 16. Thus, the userwill speak the requested phrase, indicate the date, vocalise a password,or the like. This will be transferred back via the Internet 3 to the endstation 1 and be detected by the processor 12.

[0043] If the system is in automatic operation, then the processor 12operates to receive the vocal response input by the user of the endstation 2 and performs a speech recognition process on this receivedvocal response using the speech recognition software 12 c. The aim ofthis is to determine exactly what the user of the end station 2 hassaid. It will be appreciated that this comparison check mayalternatively be performed manually by a user of the end station 1.

[0044] If the words spoken by the user of the end station 2 can bediscerned using the speech recognition technique then these are comparedto the words or phrase referred to in the audible request. If the wordsor phrases match, this indicates that suitable communication has beenestablished, whereas if the words or phrases do not match, or if noresponse is received, this indicates that there is a problem with theestablished link.

[0045] Accordingly, in this case, it is necessary for the end station 1to communicate with the end station 2 in an alternative manner. In orderto do this, the end station 1 will communicate with the end station 2via an alternative connection, such as via the sending of a web page tothe users browser, via an e-mail, via an SMS message, or the like.

[0046] It will be realised that whilst this additional connection ispreferably made via the Internet 3, this is not essential as long asinformation can be transferred to the user of the end station 2. Thus,the connection may alternatively be made using a telephone call, via thePSTN.

[0047] In the present example, the end station 1 returns a web pagewhich is transferred to the end station 2 indicating that the vocalresponse was not correctly received. In addition to this, the web pagewill typically include further instructions concerning how the user ofthe end station 2 can continue to proceed so that the system can beconfigured correctly.

[0048] Thus, if no response is received by the end station 1, thisindicates that there is a fault with the initial connection or there isa fault with the configuration at the end station 2. This may haveoccurred for example if the speakers 15 or the microphone 16 were notcorrectly connected to the end station 2, or for example if the speakervolume was turned down.

[0049] Accordingly in this case, the web page will ask the user of theend station 2 to indicate whether the original audible request washeard, and if so whether any attempt was made to provide thepredetermined vocal response which is required.

[0050] If the user of the end station 2 indicates that no request washeard then the end station 1 will utilise this information to access aknowledge base (KB) or expert system stored in the memory 13. The KBwill indicate for every particular eventuality or at least everypossible answer to all the questions, the action that can be taken toimprove the communication situation.

[0051] Thus, for example, if the user of the end station 2 is unable tohear the audible request, then the processor 12 of the end station 1will access the KB and transfer a set of instructions to the end station2 asking the user to check that the speakers are correctly connected andthat the volume is turned up. If this is unsuccessful, the end station 1may determine that the connection was not correctly established andoperate to establish a new connection. The process will then be repeatedwith the new connection in place.

[0052] Alternatively, if the user of the end station 2 heard the audiblerequest and attempted to generate predetermined vocal response which wasnot received, the KB will provide a set of instructions asking the userof the end station 2 to check that the microphone is correctlyinstalled.

[0053] In the situation in which the end station 1 receives a vocalresponse from the end station 2 but the words or predetermined phrasecannot be distinguished by the voice recognition applications software12 c, then this indicates to the processor 12 of the end station 1 thatthe quality of the communication is too poor to be of use. This willtypically be caused by a large amount of acoustic echo at the site ofend station 2, or by a large amount of packet drop outs.

[0054] In order to overcome this, the quality checking applicationssoftware 12 d of the end station 1 may access a software agent stored inthe memory 13 and transfer this via the Internet 3 to the end station 2.The software agent would automatically operate to adjust the speaker andmicrophone volumes in the end station 2 to try and reduce the level ofacoustic echo. Alternatively instructions may be sent to the end station2 which instruct the user to make appropriate changes to the volumelevels.

[0055] Alternative solutions that may be required are the provision ofnew applications software (possibly as upgrades) that is required forthe VoIP connection to function correctly, new software for the systemin general, such as new driver software or new DLL files, as well assoftware to overcome the problems of data packet loss.

[0056] An alternative solution, especially with respect to acousticecho, is to have the user of the end station 2 switch to half-duplexmode of operation. In this mode sound is only transferred over theconnection in one direction at a time, thereby ensuring that sound isnot emitted from the speakers when the microphone is in use, therebypreventing the occurrence of acoustic echo.

[0057] As would be appreciated by a person skilled in the art, it maytake several iterations of questions and instructions before theproblems are fully overcome.

[0058] In the event in which the problems could not be overcome, anindication of this is transferred from the end station 1 to the endstation 2 via the alternative connection. Thus, for example, a web-pagemay be returned to the end station 2 indicating that as the problemcould not be overcome, then the connection will be dropped andsubsequent communication must then be achieved in a different manner,such as by phone.

[0059] The above described techniques may be applied to the situation ofa call centre, or the like. In this case, the end station 1 could act aspart of the call centre with the end station 2 being a person making anenquiry of the call centre. The call centre may for example form part ofthe contact centre management system described in the specification ofthe Applicant's International Patent Application No. PCT/AU02/00021.

[0060] In this case, the person at the end station 2 may be, forexample, browsing web pages or the like which include a link to the callcentre. In this circumstance, if the user of the end station 2 selectsthe link to the call centre this will cause a request to be sent to thecall centre end station 1 requesting a VoIP connection.

[0061] Upon receiving the request, the end station 1 at the call centrewill operate to initiate a link with the end station 2 and then performa check of the voice quality achieved over this link. This will be doneautomatically before the user at the end station 2 talks to a callcentre operative.

[0062] Accordingly, in this example, the end station 1 willautomatically generate the audible request which will be transferred tothe end station 2. The end station 1 will then operate to automaticallyconfigure the connection so that a suitable call quality is achieved, inthe manner described above.

[0063] Once suitable call quality has been achieved, the call will betransferred to a call queue to be answered by one of the call centreoperatives in turn. Checking that the line quality is acceptable beforethe call is transferred to the call queue ensures that time is notwasted by the call centre operatives in instructing the user of endstation 2 to configure their line correctly, with this already beingdone before the call is queued.

[0064] It will be appreciated from the above that the end station 1 neednot be necessarily be involved in communication itself. Accordingly, thecall centre operative may be located on a different end station (notshown) so that a separate system can be used to check the quality of theVoIP connections between separate end stations.

[0065] An example of this is shown in FIG. 3, which shows a number ofend stations, 21, 22, 23, 24 coupled to an IP Network shown generally at25. The IP network includes a call centre network 25 a which togetherwith the end stations 21,22 and a check system 26 forms part of the callcentre. The call centre network 25 a is coupled to a more generalnetwork, such as the Internet 25 b. This configuration is used to allowremote third parties to contact the call centre via the Internet 25 b.

[0066] In use, if a call is to be made between, for example, the endstations 21, 23, then one of the end stations 21,23 will initiate theconnection with the other end station 21,23 in the normal way. At thisstage, the attempt to initiate a connection will be detected by thecheck system 26.

[0067] Before the connection is established, a connection will first beestablished between each of the end stations, 21, 23 and the checksystem 26. The check system 26 will then operate to check the quality ofthe established VoIP communication in accordance with the techniquesoutlined above. Once the check system 26 has determined that each of theend stations 21, 23 is capable of performing VoIP connection up to apredetermined quality, the check system 26 will then interconnect theend stations 21, 23 allowing VoIP communication to be performed.

[0068] In the example of the call centre mentioned above, the endstations 21, 22 therefore represent end stations used by the call centreoperatives, with the end station 23 representing the end station of auser making an enquiry to the call centre.

[0069] In this case, before any calls are taken by the operatives of theend stations 21, 22, the check system 26 will operate to check that theend stations 21, 22 are configured correctly. In order to do this, whenan operative user of one of the end stations 21, 22 initially logs on tothe call centre system, they will enter a user name and password.

[0070] At this point, the check server 26 will be notified that the endstation 21, 22 is logging on to the network. Accordingly, the checksystem 26 operates to generate an audible request which is transferredto the end station 21, 22, as required. The above described procedure ofhaving the operative of the end station vocalise a predetermined phrase,or the like, will then be performed in order to check the operation ofthe end station 21, 22. Thus, the technique will be as described abovewith the check system 26 replacing the end station 1 and the end station21,22 replacing the end station 2.

[0071] Once this has been performed the operatives of the end stations21,22 may operate to take calls.

[0072] In this situation, when the user of the end station 23 requestshelp from the call centre, the user of the end station 23 willautomatically be coupled to the call centre network 25 a via theInternet 25 b.

[0073] Once this has been achieved, the check system 26 will operate togenerate an audible request which is then transferred to the end station23, to allow the quality of the VoIP communication with the end station23 to be checked.

[0074] An example of a check system 26 suitable for performing thisoperation is shown in FIG. 4.

[0075] As shown, the check system 26 includes a quality checking module31, a voice recognition module 32, and an VoIP call handling stackmodule 33 which are coupled to a network card 34 as shown. The networkcard 34 couples the checking system 26 to the call centre network 25 a.

[0076] In use, when an end station 21,22,23,24 makes a call, or logs onto the call centre network 25 a, the connection request is transferredto the VoIP call handling stack module 31 which operates to generate andtransfer an audible request back to the end station via the network 25.The check system 26 will then function in a similar manner to the endstation 1 as described above.

[0077] Thus the voice recognition module 32 will perform the function ofthe voice recognition applications software 12 c in the first example,with the quality checking module 31 performing the function of thequality checking applications software 12 d.

[0078] Accordingly, the voice recognition module 32 will operate toreceive any response generated by the end station 21,22,23,24 andattempt to recognise the response. If the response cannot be recognised,the quality checking module 31 will operate to cause the check system 26to communicate with the end station in an alternative manner to attemptto improve the quality of the connection.

[0079] As the check system 26 forms part of a call centre, it will betypical for the check system 26 to have to deal with a number ofincoming calls simultaneously. In order to do this, the check system mayin fact be provided with multiple ones of each modules 31,32,33.

[0080] Thus, for example, the system may include five VoIP call handlingstack modules 33, ten voice recognition modules 32 and two decisionmodules 31. This would allow a single check system 26 to check the VoIPcommunication quality for a number of different connectionssimultaneously.

[0081] It will be appreciated that the modules may be implemented aspart as a single server. Alternatively, however separate servers may beprovided for each module, or at least each type of module. In this case,the check system would be made from a number of interconnected servers.

[0082] Furthermore, whilst the above example has been described withrespect to a call centre, it will be appreciated that the check system26 may be incorporated into any network. Thus, for example, the network25 could comprise the Internet, with the check system being used tocheck the quality of calls made between subscribers to a quality controlsystem. Thus the quality control system may be provided for example toallow conference calls to be performed. In this case, as each endstation 21,22,23,24 attempts to join the conference call, the checksystem 26 will check the quality of the VoIP communication therebyensuring that the end station can join the conference call withoutdestroying the sound quality of the call.

[0083] It will be appreciated by persons skilled in the art thatnumerous variations and modifications will become apparent. All suchvariations and modifications which become apparent to persons skilled inthe art, should be considered to fall within the spirit and scope of theinvention as broadly herein described.

1. A method of confirming the establishment of communication via a voicetype connection between first and second end stations coupled to apacket switched communications network, the method including: a) usingthe voice connection to transfer an audible request from the first endstation to the second end station, the audible request asking the userof the second end station to generate a predetermined vocal response; b)causing the first end station to monitor for any response from thesecond end station; c) comparing any received response to thepredetermined vocal response; and, d) determining the connection to beestablished in response to a successful comparison.
 2. A methodaccording to claim 1, wherein the predetermined vocal response includesa predetermined speech sequence comprising characters, a word or words,and wherein the method of comparing the received response and thepredetermined vocal response includes the steps of: i) applying a speechrecognition procedure to the received response to determine 20 thepresence of any speech sequence in the response; and, ii) comparing thespeech sequence determined from the received response to thepredetermined sequence.
 3. A method according to claim 1, wherein thevoice type connection is established by the first end station, theconnection being established utilising an IP telephony protocol.
 4. Amethod according to claim 1, wherein the audible request comprises aprerecorded set of vocal instructions.
 5. A method according to claim 1,wherein the voice type connection is a VoIP connection, and wherein thepacket switched communications network includes the Internet.
 6. Amethod of establishing a voice type connection between first and secondend stations coupled to a packet switched communications network, themethod including: a) establishing a voice type connection between thefirst and second end stations; b) causing the first end station todetermine whether the connection is acceptable in accordance with themethod of any of claims 1 to 5; and, c) correcting any fault in theconnection.
 7. A method according to claim 6, wherein the method ofcorrecting the fault includes: i) causing the first end station tocommunicate with the second end station via an alternative connection;ii) determining the fault with the voice type connection; and, iii)correcting the fault.
 8. A method according to claim 7, wherein thealternative connection includes at least one of e-mail, instantmessaging, SMS, a WAP connection, or a web connection.
 9. A methodaccording to claim 8, wherein the method of determining the faultincludes transferring a predetermined set of questions to the second endstation via the alternative connection, and monitoring the responsesreceived via the alternative connection from the user of the second endstation.
 10. A method according to claim 8, wherein the method ofcorrecting the fault includes sending a number of predeterminedinstructions to the user of the second end station via the alternativecommunications link, the predetermined set of instructions beingselected in accordance with the responses received via the alternativeconnection.
 11. A method according to claim 8, wherein the method ofcorrecting the fault includes transferring software to the second endstation via the alternative connection.
 12. A method of operating a callcentre to receive communications using a voice type connection betweenthe call centre and an end station, the method including causing thecall centre to establish a voice type connection between call centre andthe end station in accordance with the method of any of claims 6 to 11.13. A method according to claim 12, wherein establishment of the voicetype connection is initiated by the end station in accordance with an IPtelephony protocol.
 14. A method according to claim 13, whereinestablishment of the voice type connection is initiated by the callcentre in response to a request received from the end station via analternative connection.
 15. An end station adapted to confirm theestablishment of communication via a voice type connection with a secondend station, the first and second end stations being coupled to a packetswitched communications network, the end station including: a) aninterface for coupling the end station to the communications network,the voice type connection being established via the interface; b) aprocessor coupled to the interface, the processor being adapted to i)use the voice type connection to transfer an audible request from thefirst end station to the second end station, the audible request askingthe user of the second end station to generate a predetermined vocalresponse; ii) monitor for any response from the second end station; iii)compare any received response to the predetermined vocal response; and,iv) determine the connection to be established in response to asuccessful comparison.
 16. An end station according to claim 15, whereinpredetermined vocal response includes a predetermined speech sequencecomprising characters, a word or words, and wherein the processor isfurther adapted to compare the received response and the predeterminedvocal response by: i) applying a speech recognition procedure to thereceived response to determine the presence of any speech sequence inthe response; ii) comparing the speech sequences determined from thereceived response to the predetermined speech sequence.
 17. An endstation according to claim 15, wherein the end station further includesa store coupled to the processor, the store being adapted to store theaudible request in use, the audible request including a prerecorded setof vocal instructions.
 18. An end station according to any of claim 15,wherein the processor is adapted to establish the voice type connectionin accordance with an IP telephony protocol.
 19. An end stationaccording to any of claim 15, wherein the processor is further adaptedto correct any fault in the voice type connection in response to anunsuccessful comparison.
 20. An end station according to claim 15,wherein the processor is further adapted to: i) communicate with thesecond end station via an alternative connection; ii) determining thefault with the voice type connection; and, iii) correct the fault. 21.An end station according to claim 20, wherein the alternative connectioncomprises at least one of e-mail, instant messaging, SMS, a WAPconnection, or a web connection.
 22. An end station according to claim20, wherein the processor is adapted to determine the fault by: a)transferring a predetermined set of questions to the second end stationvia the alternative connection, the predetermined set of questions beingstored in the store; and, b) monitor the responses received via thealternative connection from the user of the second end station.
 23. Anend station according to claim 22, wherein the processor is adapted tocorrect the fault by sending a number of predetermined instructions tothe user of the second end station via the alternative communicationslink, the predetermined set of instructions being selected from a rangeof sets of instructions stored in the store in accordance with theresponses received via the alternative connection.
 24. A method ofchecking callers including confirming establishment of communicationwith a caller according to a method as claimed in claim 1 before queuingthe caller in a queuing system.
 25. A method of checking agentsincluding confirming establishment of communication with an agentaccording to a method as claimed in claim 1 before the agent isconsidered available for handling calls received by a call centre.
 26. Amethod of checking callers including confirming establishment ofcommunication with a caller according to a method as claimed in claim 1before the caller joins a conference call.